Subscription and Connection Help

No email address is required. Create an account with a username and password, and save both in a trusted password manager. Check the control panel address before entering your details. Keep your account information private; never post your login details or subscription link in a public forum. If you forget your password, first check your password manager and saved browser records, then look for the account recovery option in the control panel. Avoid repeated guesses or creating another account and paying twice. Since account creation does not require an email address, email recovery may not be available; follow the instructions shown in the control panel.

Sign in to the user panel and check your plan and subscription details in the account overview. Then add the subscription to your client using the import method shown in the panel. If you already have a configuration, open the subscription or configuration manager in your client, select the relevant subscription, and refresh it. Check whether the route list has changed; refreshing a subscription is not the same as switching routes. If the refresh fails, check your account status and plan traffic allowance, then make sure you copied the entire link without spaces or line breaks. Subscription links contain access credentials, so do not share them publicly. If you think a link has been exposed, check whether the panel offers a reset option, then update the configurations on your devices.

CitiVPN supports simultaneous use on unlimited devices, so changing devices alone does not require you to choose a new plan. Sign in to the same account on your new device, open the download page, install the client for your platform, and import the account's subscription. Supported platforms: Windows / macOS / iOS / Android / Linux. Keep your plan's traffic allowance and active status in mind when using multiple devices; unlimited devices does not mean unlimited traffic. Before handing an old device to someone else, sign out and remove the subscription configuration. Check for saved subscription links or login details so your account cannot continue to be used.

Download clients through the user panel; direct installation links are not provided on this help page. After signing in, you can access clients for Windows / Android / macOS / Linux. iOS requires an active plan, and the panel will show instructions based on your account status. Downloading a client and getting a working subscription are separate steps. After installation, sign in to the panel to get your subscription and confirm that your plan is active. Choose the download for your operating system; do not use installation files intended for another platform. If the expected option is missing, check which account you are signed in to and follow the panel instructions. Do not use links from unknown sources instead.

First, tell an import issue apart from a connection issue: an import issue means the configuration did not reach the client; a connection issue means a route is present but cannot access the network. If import fails, check your plan status in the panel, then make sure you copied the full subscription link—not the panel webpage address. For automatic imports, allow your browser to open the relevant client. If it does not, use the subscription import option inside the client. If a configuration with the same name already exists, check its update time and any error messages before trying again. Keep your existing configuration until the new subscription successfully loads its routes. When sharing screenshots, hide subscription links and account credentials.

Browsers and apps may use different network paths, so access in a browser does not mean every app is using the proxy. Check that the client has enabled the system proxy and that your rules have not set the app or domain to connect directly. Some apps do not use the system proxy. Check your client documentation to see whether it supports tunnel mode, and pay attention to system permission prompts. After changing modes, fully quit and reopen the app so it does not reuse an existing connection. Work devices may also be subject to management policies; follow your organization's network requirements. During troubleshooting, note the app, mode, and error message, and change only one setting at a time.

Disconnect the client first and check whether your local network works without the service. If you still cannot connect, check whether the system proxy is still enabled or another proxy tool is running. Quit tools that are trying to manage the network at the same time, then restore settings using the instructions for your client. If your local network was already having issues, check your Wi-Fi, router, or network sign-in page first. If the problem occurs only after connecting to CitiVPN, refresh your subscription and try another route. Do not delete all configurations or change system network settings at random. Record your current settings so you can restore them, and verify that any system permission prompt comes from the client you are using.

Sign in to the user panel and open the support ticket page. Explain which platform and client you use, the selected region and route type, and whether the issue is an import failure, a connection failure, or a problem with one app. Include your network environment, any error message, and the steps you have already tried to help narrow down the cause. You may attach screenshots with sensitive details obscured, but do not share passwords, full subscription links, sensitive payment information, or other access credentials. If there are updates, add them to the original ticket to keep the history together. There is no need to create duplicate tickets while waiting for a reply.

Pause background downloads, cloud sync, and other network-intensive tasks, then check how your local network performs while disconnected. If your local connection is working normally, keep the app you're testing the same and compare routes one at a time to see whether performance changes. Start with other routes in a nearby exit region; you can also compare IEPL dedicated routes with relay routes. Route names alone do not determine speed: your local carrier, destination, and time of day also matter. For video, temporarily lower the quality to check whether it keeps buffering or the platform itself is reporting an error. If the issue keeps recurring, include the time, network environment, and route name in a support ticket.

Route types describe connection paths; they are not a speed ranking that applies to every network. IEPL dedicated routes use a dedicated link, relay routes connect to an exit through an intermediate node, and direct routes use a more direct path. First identify the region required by the service, then compare route types within that same region so you do not mistake regional differences for route-type differences. For everyday work, keep the route that is stable on your network and have another type available as a backup. CitiVPN offers 90+ countries / 190+ routes. Available regions and routes depend on the account panel and your refreshed subscription, so there is no need to switch frequently just for a route name.

Check the target service's region requirements, including any account-region requirements, and choose a matching available exit. For everyday browsing, compare the experience in nearby regions. For work across regions, prioritize your business systems' requirements rather than distance alone. Once you find a suitable route, try to keep the same app on a consistent exit. Switching regions repeatedly during sign-in may prompt the service to verify your account again. Routes listed under the same region can still use different network paths, so try another route in that region if you run into an issue. Choosing an exit does not change your region with a third-party service; eligibility remains subject to that service's rules.

Not necessarily. AI tools and streaming services may assess access based on region, account eligibility, payment details, and their own risk controls. Network connectivity is only one factor. First check whether the error is a connection failure or a message about your account, region, or content access. Then confirm the app is using the proxy as intended and choose an exit region that meets the platform's requirements. After switching routes, quit and reopen the app so an old connection does not affect the result. One successful connection does not guarantee that every route will keep working, and frequent changes to account details are not a useful troubleshooting step. If you need help, include the platform name and error text in a ticket, with personal information obscured.

Monthly plans: ¥9.9/month for 60GB, ¥18/month for 250GB, and ¥28/month for 500GB. Data packages: ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. Data packages remain available until used and never expire. Monthly plans suit regular use with a monthly data allowance; data packages suit less frequent use when you want to keep unused data. Check your current usage and consider how much you browse, stream, and transfer files rather than choosing by price alone. Before ordering, confirm the plan details on the pricing page and check the billing option in the panel. Monthly plans and data packages have different terms.

Monthly plan data resets each month on the activation date. If you upgrade mid-cycle, the price difference is converted into the remaining days. Check your plan status and dates in the account overview. Do not assume data resets at the start of the calendar month or confuse your payment date with the original reset schedule. Before upgrading, check the plan and prorated amount shown in the panel and confirm them before proceeding. Do not estimate the amount due using a different billing cycle. If the order details do not match your expectations, keep the order information and contact support through a ticket. Data packages remain available until used and never expire; their terms differ from monthly plans, so monthly reset rules do not apply.

Alipay / WeChat Pay / USDT are supported. Create an order through the user panel, confirm the plan and amount, then follow the payment instructions for that order. If your plan has not changed after payment, check the order status in your order list, refresh the account overview, and make sure you are signed in to the account used to place the order. Do not pay again just because the page has not updated, and never send money to payment details provided by a stranger. If the payment provider shows the payment as complete but the order has not updated, open a support ticket with the order ID, payment method, and a redacted payment record. Explain what happened; follow-up is based on the order status in the panel and the support team's review.

CitiVPN offers a 7-day no-questions-asked refund. To request one, sign in to the account used to place the order and explain your request through the support ticket page in the user panel. Include the relevant order ID so the order and payment can be verified. You may describe any issues you encountered, but you do not need to repeat connection tests to request a refund. See the Terms of Service for the full scope of the policy; this brief help-page summary does not add other offers or refund terms. Check for updates in the original ticket rather than submitting multiple requests for the same order. Do not post payment records, account passwords, or full subscription links publicly. The outcome will be confirmed through the ticket.